Hudson Valley Lighting Group Retail Associate Account Manager
Hudson Valley Lighting Group is a worldwide leader in the design, manufacturing, and omnichannel distribution of decorative lighting fixtures, encompassing five brands: Hudson Valley Lighting, Mitzi, Troy, Corbett, and CSL.
As the one-stop shop for the most comprehensive selection of lighting, HVLG seeks to inspire and support our customers in their pursuit to achieve a home that perfectly reflects their clients. HVLG takes a designer-forward approach to the light-purchasing process — making the experience more inspiring, exciting, and inviting. At HVLG, we believe that great lighting has the power not just to elevate any space but to enrich people's lives — and it's that guiding philosophy that ties our family of brands together.
We are a progressive and growing company offering an excellent opportunity for an on-site Retail Associate Account Manager to join our Inside Sales team and become an integral part of Hudson Valley Lighting Group’s exciting future. The ideal candidate is genuinely interested in interior design trends and is relationship-driven, solution-oriented, and comfortable in a sales-oriented service role.
Essential Duties and Responsibilities include but are not limited to the following:
- Provide end-to-end solutions for customer issues throughout the purchase lifecycle, including the pre-purchase/quotation state, ordering, tracking, shipment, delivery, billing issues, returns, refunds, etc.
- Build strong relationships and deliver high-quality customer service through phone, email, and live chat, constantly striving to make things better, faster, and smoother for the customers.
- Communicate with customers in a thoughtful, thorough, and personalized way.
- Understand our distinct customer profiles and tailor communication to the type of customer you are working with.
- Ability to troubleshoot with customers, asking the right questions to solve their problems.
- Possess strong empathy and active listening skills.
- Approach each customer interaction with a design-oriented sales mindset. Upsell and cross-sell our suite of products throughout the Hudson Valley Lighting Group brands when applicable.
- Ability to “meet the customer where they are” and offer creative ways to solve issues.
- Take a service and solution-oriented approach to all interactions, using strong judgment to balance being policy-driven with making it right for the customer.
- Be knowledgeable of technical solutions to customer problems and communicate responses clearly and succinctly.
- Deeply understand our website and in-house technology. Guide customers to use available technology independently.
- Answer customer emails and phone calls promptly.
- Always keeping a customer and sales-centric mindset.
- Provide after-sales support to retain customers.
- Suggest company products/services that maximize client satisfaction.
- Manage back orders, keep customers informed of changes to dates, and suggest alternates to out-of-stock merchandise.
- Ensure HVLG is retaining each out-of-stock sale by cross-selling.
- Enter display orders and collaborate with the Showroom Display Manager, Regional Sales Managers, and Retail Business Development Manager to place beautiful on-brand displays throughout the territory.
- Ensure display products are in stock, not discontinued, and the right product mix for the display within the territory.
- Upsell to customers, enticing them to add products to orders to obtain free freight perks.
- Cross competitor product requests over to HVLG items.
- Follow up on collecting money for proforma orders.
- Analyze returns and display adjustments.
- Work directly with the Retail Business Development Manager on program updates needed in SAP
- Issue sales portal user logins to customers.
- Maintain an excellent report with independent sales reps in the territory.
- Work closely with the Associate support team to ensure the timely processing of calls, emails, orders, and returns.
- Work closely with the Inside Sales Manager on any escalated customer issues.
- Other duties as they arise.
Position requirements:
- A Bachelor’s Degree or equivalent experience is required.
- Previous experience in consumer goods sales is preferred.
- Previous experience in Project Management or Business Development preferred.
- Excellent computer skills; must be proficient in Microsoft Office.
- Genuine interest in residential interior design and trends.
- Responsible, enthusiastic self-starter with excellent verbal and written communication, problem-solving, and organizational skills.
- Quick learner who can manage multiple tasks in a fast-paced environment under minimal supervision with high attention to detail.
- Ability to work in a constantly changing environment with diverse individuals.
- The ability to work on-site in Wappingers Falls, NY, as remote work is not an option.
- Ability to travel on domestic flights for up to 5% of the year.
- US citizen or permanent resident (no Visa sponsorship available).
Our Outstanding Compensation Package Includes:
- A very competitive salary.
- Single medical insurance.
- Life insurance.
- Long-term disability.
- Generous vacation, sick, and holiday pay program.
- 401K retirement plan with employer match.
WORKING CONDITIONS
Physical Demands:
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
This position requires lifting up to 30 lbs., standing, sitting, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. As well as standing for the duration of the work shift except on breaks and mealtimes.
Work Environment:
The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Ability to work in a Distribution Center environment with varying temperatures and noise.
Equal Opportunity Employer:
Hudson Valley Lighting is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status, or other characteristics protected by law.
Disclaimer: This position description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required. Employees may be asked to perform other duties as needed.
